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  • Putting the “Home” in Homewood Suites – a tale of Service Superheroes

    Posted: Tuesday, May 14, 2013

    by Suellen Richardson

I nearly panicked during my recent eleven-day business trip to Syracuse, New York.  I arrived to check in at the Homewood Suites and was told I was a month early for the reservation!  And to make matters worse, it was graduation weekend at Syracuse University so the hotel was sold out for part of the days I needed.  I envisioned spending my entire evening trying to find a hotel that was not already sold out and hoping it would not be an hour away due to graduation.


Thanks to the amazing efforts of Customer Service Superheroes, Rich Cifra and Darren Mitchell, after 30 extremely stressful minutes I had a beautiful suite for 10 days and they assured me they would watch for a cancellation for the additional day.  Then, even before there was a cancellation, Rich came up with a creative solution and secured my room for the full 11 days.


I asked Rich and Darren “Why did you work so hard to find a room for me?”  Rich explained, “Because it’s what we do.  We are guest oriented.  For example, if a guest checks in late and missed dinner, we offer to take food (from the evening reception) to their room.  Whether it’s a ride to the airport, a wakeup call or restaurant recommendations, we take care of it!  We have lots of repeat guests and it’s because of our customer service.”  Darren agreed and credits his Front Desk Supervisor, Jillian Mooney, who “…teaches us very well to handle guest accommodations.  It all helps with guest loyalty.”


And speaking of guest oriented, the hotel had balloons and refreshments in the lobby to celebrate with the guests that were there for SU graduation weekend and even had a long stemmed red rose for the ladies on Mother’s Day.


My story has a happy ending!  So if you are headed to Syracuse in the future, the Homewood Suites by Hilton is definitely the place you’ll want to call “home”.  And please tell them I said “hello!”


Suellen's Customer Service Supherheroes, (from left) Darren Mitchell and Rich Cifra

Suellen’s Customer Service Supherheroes, (from left) Darren Mitchell and Rich Cifra

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